Service Standards

At UCL Library Services, we’re committed to providing high-quality customer service delivered in partnership with you. Service standards are one of the ways we measure our performance regularly, to make sure we maintain excellent levels of customer service.

Opening Hours

Target: 100%

Enquiry Response Times

Targets: Chat: 90%; Ticket resolution satisfaction: 90%

In March 2024, we answered 91% of chats within 30 seconds, and 96% of customers who responded rated the resolution of their ticket as ‘good’ or ‘excellent’.

Training and Teaching Satisfaction Rates

Target: 90%

Throughout the spring 2023/2024 term, 96% of the feedback we received in our live training and teaching sessions, and 91% of the feedback we received in our self-paced online sessions, indicated a rating of 4 or 5 stars.

Student Survey Scores

Target for all: 90%

In 2021/22, 88.6% of NSS respondents agreed that *'The library resources (e.g. books, online services and learning spaces) have supported my learning well'* – a significant increase on the 79.6% of respondents who agreed with this statement last year.
During the 2020/21 academic session UCL, like all universities, faced periods of disruption due to the COVID-19 pandemic; this particularly impacted the access to our physical spaces and collections, something which is borne out by our student survey results for this period.
In 2020/2021, 52.9% of PTES respondents agreed '*There is appropriate access to physical library resources and facilities*' with 86.4% saying '*There is appropriate access to online library resources.*' 66% of PRES respondents agreed that '*There is appropriate access to physical library resources and facilities*' and 89% felt that *'There is appropriate access to online library resources*'.

Our recent results

Service standard performance by month
Standard	March 2024	February 2024	January 2024	December 2023	November 2023	October 2023
Opening hours (target: 100%)	99%	100%	100%	99%	100%	100%
Chat response time (target: 90%)	91%	93%	92%	93%	96%	92%
Ticket resolution satisfaction (target: 90%)	96%	96%	96%	99%	96%	98%

Training and teaching satisfaction rate by term
Standard	Spring 2023-24	Autumn 2023-24	Summer 2022-23
Training and Teaching Satisfaction Rates - Live Teaching and Training Sessions (target: 90%)	96%	97%	99%
Training and Teaching Satisfaction Rates - Self Paced Online Sessions (target: 90%)	91%	94%	100%

Survey scores by academic year
*Please note that these questions were new for 2021
Survey	2021-22	2020-21	2019-20	2018-19
NSS Score (target: 90%)	88.6%	79.6%	88.5%	85.9%
PTES (Physical) Score* (target: 90%)	N/A	52.9%	N/A	N/A
PTES (Online) Score* (target: 90%)	N/A	86.4%	N/A	N/A
PRES (Physical) Score (target: 90%)	N/A	66%	N/A	87%
PRES (Online) Score (target: 90%)	N/A	89%	N/A	87%